Analisis Pengaruh Kinerja Layanan Dan Kepuasan Terhadap Loyalitas Pelanggan Dengan Kepercayaan Sebagai Variabel Intervening Dalam Menggunakan Jasa Pengiriman Barang

Adi Setyo, Seto and , Prof. Dr. Anton Agus Setyawan, M.Si (2020) Analisis Pengaruh Kinerja Layanan Dan Kepuasan Terhadap Loyalitas Pelanggan Dengan Kepercayaan Sebagai Variabel Intervening Dalam Menggunakan Jasa Pengiriman Barang. Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This research was conducted to analyze the effect of service performance and satisfaction on customer loyalty with trust as an intervening variable in using freight forwarding services. The population used in this study is the people in Surakarta who have used goods delivery services, with a sample size of 150 respondents. The sampling technique in this study uses non probability sampling with a purposive sampling method. The results of data analysis in this study show that: (1) service performance has no effect on customer loyalty, (2) satisfaction has an effect on customer loyalty, (3) trust has an effect on customer loyalty, (4) service performance has no effect on trust, ( 5) satisfaction influences trust.

Item Type:	Karya ilmiah (Skripsi)
Uncontrolled Keywords:	service performance, satisfaction, trust, and customer loyalty.
Subjects:	H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	SETO ADI SETYO
Date Deposited:	10 Aug 2020 03:46
Last Modified:	10 Aug 2020 03:46
URI:	http://eprints.ums.ac.id/id/eprint/84406

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